Contextual data augmentation for software issue prioritization

Abstract

Systems and methods described herein relate to techniques for identifying and using context data to prioritize reported issues in a software context. A data record of a reported issue is accessed. The reported issue is associated with a software offering provided to a user. The data record comprises issue metadata that includes a first priority rating for the reported issue. The issue metadata is used to identify a relation between the reported issue and context data associated with the user. A second priority rating for the reported issue is generated based on at least the context data. The second priority rating may differ from the first priority rating. The second priority rating is presented at a computing device, optionally together with the first priority rating via a graphical user interface.

What is claimed is: 
     
         1 . A system comprising:
 at least one memory that stores instructions; and   one or more processors configured by the instructions to perform operations comprising:
 accessing a data record of a reported issue associated with a software offering provided to a user, the data record comprising issue metadata that includes a first priority rating for the reported issue; 
 using the issue metadata to identify a relation between the reported issue and context data associated with the user; 
 generating, based on at least the context data, a second priority rating for the reported issue, the second priority rating differing from the first priority rating; and 
 causing presentation of the second priority rating at a computing device. 
   
     
     
         2 . The system of  claim 1 , wherein the generating of the second priority rating comprises determining, based on the context data and the data record, an estimated impact associated with the reported issue. 
     
     
         3 . The system of  claim 2 , wherein the estimated impact is an estimated business impact. 
     
     
         4 . The system of  claim 2 , wherein the determining of the estimated impact associated with the reported issue comprises detecting a dependency between the reported issue and at least one context attribute in the context data. 
     
     
         5 . The system of  claim 1 , the operations further comprising:
 augmenting the issue metadata with the context data to obtain augmented issue metadata, wherein the second priority rating is generated based on the augmented issue metadata.   
     
     
         6 . The system of  claim 1 , wherein the using of the issue metadata to identify the relation between the reported issue and the context data comprises:
 determining that data forming part of the issue metadata matches data in one or more context data sources associated with the user; and   retrieving the context data from the one or more context data sources.   
     
     
         7 . The system of  claim 6 , wherein the one or more context data sources comprise at least one of: a data repository storing user data; a data repository storing reported issues; or a runtime environment associated with the user. 
     
     
         8 . The system of  claim 1 , wherein the reported issue is one of a plurality of reported issues in an issue queue, and the second priority rating is indicative of an urgency of the reported issue relative to other reported issues in the plurality of reported issues. 
     
     
         9 . The system of  claim 8 , the operations further comprising:
 adjusting a position of the reported issue within the issue queue based on the second priority rating; and   causing presentation of the issue queue at the computing device, the issue queue reflecting the adjusted position of the reported issue.   
     
     
         10 . The system of  claim 1 , wherein the issue metadata further comprises at least one of: a user identifier; a reported issue identifier; a reported issue description; a software offering identifier; a software offering instance identifier; or an escalation status. 
     
     
         11 . The system of  claim 1 , wherein the reported issue is a first reported issue, the software offering is a first software offering, and the context data comprises one or more context attributes, the context attributes including at least one of: the first priority rating of the first reported issue; an escalation status of the first reported issue; a further reported issue associated with the user; a further software offering provided to the user; user contractual data; business opportunity data; availability of the first software offering; usage of the first software offering; availability of the further software offering; usage of the further software offering; runtime environment data of the first software offering; or runtime environment data of the further software offering. 
     
     
         12 . The system of  claim 1 , wherein the context data comprises a plurality of context attributes, and the generating of the second priority rating comprises:
 generating an impact score for each context attribute;   aggregating the impact scores to obtain an aggregated impact score; and   determining the second priority rating based on the aggregated impact score.   
     
     
         13 . The system of  claim 1 , wherein the second priority rating is generated by using at least one of: a processor-implemented rules engine; or a machine learning model that is trained to generate, based on a given reported issue and given context data, a second priority rating for the given reported issue. 
     
     
         14 . The system of  claim 1 , wherein the causing presentation of the second priority rating at the computing device comprises causing presentation, via a graphical user interface of the computing device that provides an issue dashboard, of the second priority rating together with the first priority rating. 
     
     
         15 . A method comprising:
 accessing a data record of a reported issue associated with a software offering provided to a user, the data record comprising issue metadata that includes a first priority rating for the reported issue;   using the issue metadata to identify a relation between the reported issue and context data associated with the user;   generating, based on at least the context data, a second priority rating for the reported issue, the second priority rating differing from the first priority rating; and   causing presentation of the second priority rating at a computing device.   
     
     
         16 . The method of  claim 15 , wherein the generating of the second priority rating comprises determining, based on the data record and the context data, an estimated impact associated with the reported issue. 
     
     
         17 . The method of  claim 15 , further comprising:
 augmenting the issue metadata with the context data to obtain augmented issue metadata, wherein the second priority rating is generated based on the augmented issue metadata.   
     
     
         18 . A non-transitory computer-readable medium that stores instructions that, when executed by one or more processors, cause the one or more processors to perform operations comprising:
 accessing a data record of a reported issue associated with a software offering provided to a user, the data record comprising issue metadata that includes a first priority rating for the reported issue;   using the issue metadata to identify a relation between the reported issue and context data associated with the user;   generating, based on at least the context data, a second priority rating for the reported issue, the second priority rating differing from the first priority rating; and   causing presentation of the second priority rating at a computing device.   
     
     
         19 . The non-transitory computer-readable medium of  claim 18 , wherein the generating of the second priority rating comprises determining, based on the data record and the context data, an estimated impact associated with the reported issue. 
     
     
         20 . The non-transitory computer-readable medium of  claim 18 , the operations further comprising:
 augmenting the issue metadata with the context data to obtain augmented issue metadata, wherein the second priority rating is generated based on the augmented issue metadata.